Not my favourite bank! (HSBC)

Member Name: Diamonds08

Product:	HSBC
Date:	10/11/09 (83 review reads)
Rating:

Advantages: Good internet banking, new branches

Disadvantages: Customer service, phone lines

HSBC is a well known bank that can be seen on most high streets across the UK. It is a bank that prides itself on being 'the world's local bank' - this meaning although it can be found across the world, they do try to be your own local branch understanding each customer's needs.

I have personally had a varied relationship with HSBC as a bank, but unfortunately have found the service I have received over the last year in particular has declined dramatically - so much so that I no longer hold my main account here.


***Branch***
There are approximately 1400 HSBC branches across the UK for all customers to use; one thing that HSBC can be praised for is that no matter where I have been in the UK I have always easily found a branch when I have needed one.

Each branch obviously varies and therefore I cannot speak for each individual one, however over the recent years, HSBC have been noticeably updating all their branches. Whilst I appreciate that the branches have been updated significantly and can make things a lot quicker, the increase in the machines in the branches has in turn led to the decrease of staff within the branches. They need to realise that sometimes people just want to speak to a human being!

The updated branches consist of new machines designed to make simple processes such as paying in cheques and cash, checking account balances and paying in coins a much simpler and quicker process for both the staff and the customers. In my experience these machines are fairly self explanatory and saves me the time of queuing for the cashiers, if you do have any trouble with the machines there is always a member of staff nearby to show you step by step. One of my favourite new additions to the branches is the coin machines. These enable you to deposit your coins to be added either to your current account or your credit card without having to count them all up into money bags - however unfortunately these machines are only available on selected stores.

The staff are as helpful as they can be, however I have unfortunately found that there is not a lot they can help with, but more simply offer advice. For example when my partners wallet was stolen I was able to go into other banks he is with and cancel his cards, however at HSBC you have to ring the premium hotlines to cancel cards.

The staff can very rarely tell you any detailed information about what is going on with your account and any major problems you are always told to ring customer services. They do have phones in the branch, however for some unknown reason they also choose to play quite loud music so you can barely hear yourself think!

One final thing to note about the branches is that since they have updated with more machines they have decreased the number of cashier desks, which is not a problem if everyone uses the machines, but of course some people simply will not use the machines and therefore the queues for the cashiers can get quite long in peak times.


***Internet***
I will praise HSBC internet banking as in my opinion from all the banks I have been with, this is by far the easiest to use and access. Each customer is given their own personal log in code - which if you're anything like me after using a few times it will be stuck in your mind and you won't be able to forget it. Once you enter your log in code you will then be asked for your date of birth followed by a variety of letters from your password. I have never had any problems accessing my internet banking and there are very rarely any technical problems with the site.

Once you have logged onto your online account, all your accounts you hold with HSBC are visible - including ISA, credit cards and current accounts. From here you can do a variety of things at the click of a button such as transfer money, set up standing orders, cancel direct debits, pay you credit cards, check your statements, download your statements - and the list goes on!


***Phone***
For most problems or queries you have with HSBC you are told to ring the customer service lines. My first problem I have with this is the cost! I know all banks have these expensive premium numbers, however a lot of the problem I have had with HSBC I would have been able to solve in branch had it been another bank such as NatWest.

In my experience I find it very difficult to actually get through to speak to anyone, you are directed through the call asked to press different numbers to speak to different people, only to then be told that you have got the wrong department - yet they won't put you through to the right one. It can become a very frustrating process!

Very rarely have my problems been sorted immediately when ringing the 0800/0845 numbers, and this is where I think HSBC as a whole really let themselves down.

An example of this is my experience is when £100 of my money vanished pretty much into thin air. I transferred it from my ISA account (with HSBC) to my current account (again with HSBC), yet it never reached its destination! After 2 weeks of speaking to various people over the phone I had finally had enough - because of this mistake I was late in making payments, which not only gave me late payment fines but also affected my credit rating. After 49 minutes on the phone HSBC finally 'found' my money but refused to remove anything from my credit rating.

Following this I told them I would be leaving the bank, I then received what I would seem to be a bribe of £50 - 'a gesture of goodwill'. In my opinion money doesn't always put the situation right. I probably spent near that much in phone calls to them!


***Overall***
I think the main thing that really lets HSBC down is their customer service and the lack of problem solving within their branches. In my experience when HSBC get something wrong, they get it really wrong - which I don't think is acceptable at all.

Their internet banking service is by far their best feature.

They are ok if they get it right, but for me they have messed me around far too much and therefore will no longer bank with them!


*Thank you for reading - will also appear on ciao under the same username*

Summary: Not a bank i will be continuing to use!